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Make a claim

How do I make a claim?

The first step in making an insurance claim is to contact us directly on 0800 99 77 00. Our team will guide you through the claims process, beginning with giving you clear information on your policy and sending out any required forms for your claim.

Life, Bill Protection, Funeral Cover & Accidental Death Insurance: Call us free on 0800 99 77 00 or +64 4 915 8777 if you’re calling from overseas, or you can email us at claims.nz@cigna.com.

Travel Insurance: If you need urgent assistance while you are away please call +64 9 347 1113. If you need to make a claim once you are at home, please call us on 0800 99 77 00.  You may also download a claim form here for Comprehensive travel insurance or Medical Only travel insurance.

Pet Insurance: Administration of Pet Insurance policies and claims is handled by Southern Cross Pet Insurance. Here is a summary of how to claim:

  • Download and complete a claim form (PDF).
  • Attach:
    • the original itemised tax receipt(s) and evidence that payment has been made
    • vet history records (these are vet notes for the vet visit being claimed which include details of diagnosis and treatment).
  • Send it to: Southern Cross Pet Insurance, Private Bag 3240, Waikato Mail Centre, Hamilton 3240

With Pet Insurance your vet won’t have to complete and sign any claims forms, and we aim to pay claims as quickly as possible!

What type of information will I need to provide when making an insurance claim?

The information you need to provide when making an insurance claim will vary depending on the type of claim you are making. Our claim forms detail the information needed for us to assess your claim.

What happens once I have returned the claim form?

Once you submit your insurance claim form, we will assess your claim within five working days of receipt. At this point we will let you know if we need any additional information. We will keep you updated as we process the claim, but if you have any questions in the meantime, give us a call on 0800 99 77 00.

How we’ll handle your claim

We make a straightforward promise when it comes to handling insurance claims for our customers: to make it as simple and stress-free as possible. In order to live up to this promise, we have developed four central values that guide the way we handle every customer and their claim.


All Cigna insurance claim handlers are trained to deal with your claim professionally and effectively. We take responsibility for gathering the information we require from you in order to ensure your claim can be evaluated accurately and in a timely fashion.


We will pay all our claims according to the provision of the policy without unnecessary documentation or delay. Once you submit your insurance claim form, Cigna will complete an assessment of your claim within five working days of receipt. At this point, we will let you know if we need any additional information. We will keep you updated as we process the claim.


Whether on the phone or in writing, all of our communication with you will be polite and respectful. We are here to help and to listen.


We approach every single claim with an open-mind and treat all customers impartially. We will decline invalid claims promptly and respectfully and will resist invalid or fraudulent claims.

To make a claim or find out more information, call us free on 0800 99 77 00.

Travel Advisory

We strongly recommend that you check the Safe Travel website to confirm your travel destination is safe. You can also register your plans with Safe Travel, so Government officials can contact you in the event of an emergency.

For any other information about your travel insurance policy, please contact us at:

0800 99 77 00 (if you are still in NZ)
+64 4 915 8777 (from overseas)


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